OvalEdge - Associate Director - Customer Support

The Associate Director Customer Support is a leadership role responsible for guiding and optimizing customer service operations.

This position plays a vital role in shaping strategic direction, driving operational excellence, and ensuring consistently high-quality customer experiences.

Serving as a key liaison between frontline support teams and Product teams, the Associate Director ensures that critical customer issues and escalations are effectively communicated and resolved, helping to drive product improvements and operational alignment with customer needs.

Responsibilities

GCS Customer Operations:

• Establish and implement a strong customer support ticket management process using JSM with clear SLAs, Account mapping, and workflows.
• Track Metrics related to Customer engagement, Tickets closure SLAs Ticket Ageing, SLA adherence, release information by customer etc.
• Create Dashboards for Senior Leadership visibility.
• Identify Churn risk customers, create action plans to avoid the churn.
• Implement strategies to improve key metrics such as customer satisfaction, Response & Resolution time SLAs,.
• Operationalise the shift model and set clear objectives for shift transition and monitoring.
• Track and monitor the managed services contracts to ensure seamless support throughout the engagement.
• Review & Track weekly status reports to be sent to key customers.
  
  

Team Leadership And Management

• Provide strong leadership, mentorship, and guidance to customer support teams, including Support Leads and Managers.
• Review accounts regularly with Technical Account Managers to track the customer engagement & health.
• Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding support.
• Manage and coach customer support representatives, providing guidance, training, and feedback to enhance their skills and performance.
• Set operational goals, KPIs, support engineers, and monitor performance metrics.
• Identify key strategic accounts and work closely with TAMs to increase customer adaption & experience.
  
  

Process Improvement And Quality Assurance

• Identify process gaps and inefficiencies within operations and implement continuous improvement initiatives.
• Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
• Develop an efficient process for capturing customer requirements effectively and provide the inputs to product teams.
• Develop repeatable processes for smooth customer migrations to new releases.
• Work closely with product & engineering teams to create customer communication artifacts.
  
  

Cross-Functional Collaboration

• Collaborate with cross-functional teams (Product, Engineering , DevOps etc.,) to address customer issues, requests and enhance the overall customer experience.
• Work closely with the PM & Release teams to ensure we meet customer commitments.
• Partner with Operations Leadership in identifying and recommending opportunities and solutions to formalize processes and procedures.
• Build strong relationships with internal departments to align customer support operations with overall company goals.
• Work closely with sales for all managed services engagements & churn risk customers.
  
  

Qualifications And Requirements

Education and Experience:

• Overall 10 years of experience with a Bachelor's degree.
• At least 6-8 years of experience in customer support, operations, or support roles, with 3+ years in a leadership capacity, including managing cross-functional teams/groups.
• Experience in client relationship management and Customer Support operations management.
• Experience with workforce management, training, and quality assurance is an asset.
  
  

Skills And Competencies

• Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong relationships.
• Strong analytical, problem-solving, and project management abilities.
• Detail-oriented team player attitude with creative problem-solving skills.
• Ability to work both independently and in a team setting within a fast-paced environment.
• Exceptional time management, organizational, and prioritization skills.
• Proficiency with the JIRA Service Management tool for Customer Support.
• In-depth knowledge of customer support best practices, metrics, and quality standards.
• Ability to effectively present information to groups of managers, clients, and customers.
  
  

(ref:iimjobs.com)